Customer Services
Trained to the highest levels Ricoh Service Technicians are multi-skilled professionals, equally adept at maintaining a multifunctional device or...
Ricoh Customer Services
National scale, locally delivered.
Introduction
Customer Service: national scale,
locally delivered.
Customer Service
National scale, locally delivered.
Trained to the highest levels Ricoh Service Technicians are multi-skilled professionals, equally adept at maintaining a multifunctional device or loading a Windows 10 upgrade software package. Their skillsets making them ideal and efficient in the servicing and maintenance of a variety of different products including, but not limited to Robotics, Packaging machines, Lockers as well as IT Infrastructure.
Our service technicians are all directly employed by Ricoh with advanced DBS security vetting and with over 650 Mobile Service Technicians covering the UK, it makes Ricoh one of the largest service organisations in the UK, providing national coverage with an emphasis on local accountability.
This highly skilled body of people is just one aspect of Ricoh UK’s award-winning customer service set up that together with our UK-based telephone support and on-line support functions means that we can respond immediately to customer requirements, providing remote diagnostics, preventative maintenance and advance technical support.
We can offer both permanent and temporary on-site support staff that can support and manage your Print/Mail room facilities, as well as expertise in Help Desk and ITS support, allowing the customer to focus
on their core business.
Read on to find out more.
Customer Service Excellence
Customer Service Excellence
Customers expect the highest levels of service from the businesses and organisations they encounter. Similarly, organisations hope their customer service will help to retain customers and grow their business. The Customer Service Excellence (CSE) standard focuses on delivery, timeliness, information, professionalism and staff attitude. It requires an organisation to have a comprehensive insight into their customers, understanding the user’s experience and have sound processes in place to measure customer satisfaction with their service.
Ricoh Service continues to demonstrate their commitment to customer service and have achieved this accreditation for the last two years and remain the only organisation within their sector to do so.
Independent assessments are carried out by SGS and Ricoh continue to demonstrate best practice and customer excellence.
Servicing and Repairs to all Ricoh Products
Servicing and repairs to all Ricoh products
At Ricoh we understand the need for great customer service and the essence of everything we do is to bring peace of mind to our customers, knowing that if they have a problem, we can offer immediate assistance, be it telephone support within minutes or further on-site support within a few hours.
Ricoh supports over 473,000 devices in the UK, ranging from printers, MFDs and Production Print devices, including wide format and garment printers, through to conference room equipment, EPOS, whiteboards, robotics, lockers
and digital signage.
With our advance technology and remote applications, we can offer immediate assistance by our fully trained remote support operatives, who can either remotely connect into the device or talk the end user through a basic step-by-step fault resolution process. If additional on-site support is required, we offer 2, 4 or 8 hour response times.
Our Mobile Service Technicians are specialists and fully certified to repair and maintain all of these devices keeping them working at optimum performance. Armed with the latest technical information and supported with an extensive car stock of spare parts we can offer 98% fleet uptime as well as a 95% first time fix rate.
Servicing and maintenance
of networks
Servicing and maintenance of networks
We can install and maintain the pipes and software that ensures a fast and easy flow of critical information and data around your IT Infrastructure.
From the initial concept meetings, we offer presales advice and guidance from experienced IT professionals, who working with the client’s project teams can create a solution the best suits the client’s needs.
Our qualified project managers, working together with the customers’ representatives, can deliver a seamless implementation of the hardware, cabling, routers and switches as well as software applications that can drive the customers business forward.
With our massive engineering resource, we can easily handle multi-site installations from single or multiple scripts, potentially bringing online dozens of sites around the UK in a single day.
Once the installation is completed, our Field Service Technicians can perform ongoing maintenance, including updating business-critical software and keeping the network infrastructure at maximum performance.
Ricoh has clients in a range of sectors including retail, telecoms, government, utilities and healthcare who have asked Ricoh to manage and/or deliver these key infrastructure projects on their behalf.
Ricoh provide on-site support staff that work alongside our customers’ employees, undertaking a wide range of support tasks that keep their business running smoothly and productively.
Ricoh can deploy highly motivated and skilled support staff taking onerous and time-consuming tasks away from your employees, leaving them to concentrate on bringing best value to your business. We can deploy these professional staff either through a formal managed facility contract or on a more ad hoc basis.
Ricoh can offer fully Managed Print Services, from running print and mail rooms, to managing entire fleets of office print devices and MFDs, ensuring that toner and paper supplies are replenished, through to logging and resolving incident management tickets.
We can support your on-site facilities Help Desk, ensuring that meeting rooms are ready with daily checks testing that the AV equipment is working and replenishing tea and coffee.
We also provide portable appliance testing (PAT) testing, carry out and analyse printer fleet usage audits, as well as training your employees to make best use of equipment that saves them time and saves you money.
In short, Ricoh can take off your hands the seemingly little things that suddenly become big things if they are not right when you need them to be. Enjoy the benefits of productive employees and peace of mind.
Data Cleansing
Ricoh devices incorporate the very latest security features, but to ensure complete customer peace of mind we offer additional levels of security.
In built security, features such as encryption and DOS overwrite can be upgraded to enhanced levels. We also offer a certificated end of life cleansing service, where your devices can be sanitised to HMC Infosec Level 5, or if you prefer, we can remove the hard drive before the devices leaves your premises. These services are fully certificated, giving you a fully audited security trail and peace of mind.
You would be amazed at what we find stored on (and sometimes in!) the machines that we take back for reconditioning. It is commonplace for a wealth of potentially confidential data to be retained on hard drives and NVRAM drives.
Documents left on the scanner plate or jammed documents left inside the machine are also potential security risks that we frequently come across and eliminate.
Our complete security cleansing service means that you will not have to worry about suffering data breaches and GDPR fines through sensitive documents that have been left on a machine ending up in the wrong hands.
Help Desk options
A blend of experience, technology and priceless management expertise – Ricoh can run your Help Desk to the exacting standards you require.
Managing a Help Desk can be a headache when it’s not your core competence, with staff to train and service levels to achieve, and costly office space and equipment to maintain.
Whether based on the customer’s site, or off-site at one of our UK locations, Ricoh has a wealth of experience in supporting, operating and managing Help Desk environments. Naturally, we would be happy to take the headache away, allowing you to rest easy that your contact centre is being professionally and efficiently run, and that your customers are getting the standards of service you demand.
Ricoh can deploy electronic systems that integrate with yours to achieve a fully automated ticket-raising and resolution-reporting workflow, providing you with full transparency over the actions taken and the time taken to reach a resolution.
Commercial & Industrial Printing
Commercial & Industrial Printing
Print operators in these fields have very straightforward requirements: they need optimum quality output, from machinery that they can rely upon to deliver to their customers’ tight timescales. Neither quality nor uptime is negotiable.
Our job, once we have provided the top-class equipment, is to service and maintain that equipment with no compromise on uptime.
To do so, Ricoh UK deploys an industry-leading service resource: with a highly skilled team of over 200 technicians, backed by the latest diagnostic and communications technology, that have been trained to the levels demanded by the graphic arts industry.
Wherever our customers may be in the UK and Ireland, we will have an engineer close by to quickly respond to their needs.
Our engineers are trained to service and support a wide range of pre and post-press printing equipment from other manufacturers, as well as their software.
And we can tailor our service to the demands of the client, whether they be a commercial or industrial printer, a corporate or public sector print room, or a local copy shop.
Few IT projects can be as fundamentally transformative or as potentially traumatic as a change to the Operating System that your entire business is built upon.
The switch to Microsoft’s Windows 10 system from earlier operating systems is a big one, but fortunately promises to be the last such major transformation that enterprises will need to embark upon, as Windows 10 allows for more frequent and incremental improvements and updates.
With Microsoft’s support for Windows 7 finishing in October 2019, there is a clear need to get your business running on the latest technology. It needs careful planning though, and that’s where Ricoh comes in.
We are a Microsoft Gold Partner and we have proven expertise in handling such large-scale digital transformation projects.
We can help to plan the changeover to ensure the least disruption to your business, and our engineers can then do the migration for you, according to agreed timescales and schedules. Once the switch has been made, our experts can remain on site to provide ongoing support as staff get to know their new system.
EPOS
Whether it is fitting entire new stores with electronic point of sale equipment (EPOS) or providing an instant replacement of a single faulty device in one site, Ricoh is committed to keeping the tills at its retail customers’ stores ringing.
Our mobile service engineer workforce covers the whole of the UK and carries replacement units so that if a device fails, we can swiftly configure a new one to minimise business disruption.
We work with major retailers who have multi-store estates, providing and supporting equipment such as chip and pin systems, terminal monitors, receipt printers, and full EPOS systems, and can be flexible in providing the levels of service contract they require.
Of critical importance, Ricoh is also PCI-compliant and is audited every year to maintain this, meaning that our customers enjoy guaranteed protection against fraudulent activity.
Robotics and
Smart Lockers
Robotics and smart lockers
Ricoh has the scale and servicing resource to work with the world’s largest e-commerce providers, ensuring that key parts of their delivery infrastructure are constantly operational.
Our service engineers are trained to maintain and repair the automated robotics systems for picking and packing, as well as automated packaging technologies, that are being used to provide next day delivery of goods ordered online across several European territories, including the UK and Ireland.
Of course, it’s not possible for such sites to have any downtime, meaning that Ricoh must manage a phased approach to servicing and repair of the fleet of systems, ensuring that at least a minimum capacity is available and in full working order without interruption.
In addition, Ricoh is supporting “click and collect” e-commerce models, whereby consumers can order goods online and have them delivered to storage lockers at local stores. Here, we have been responsible for first installing and testing, and now maintaining, hundreds of secure lockers and their supporting networking infrastructure across the UK.
Other services
Site surveys
Tailored surveys of sites and devices, helping organisations to make better decisions around procurement and fleet rationalisation
Servicing of third-party equipment
Specifically of Ricoh business partners’ technology
Service Delivery Management
Reporting on fleet usage, with analysis of print volumes and costs, helping organisations to track and reach savings targets
Consultancy
High-level business consultancy for Ricoh business partners, applying our expertise to advise on efficient sales, servicing and operational efficiency
Media and Supplies
Testing and supply of a wide range of papers and cards that are optimised to run perfectly on Ricoh devices, both in the office and professional print sectors. We are also able to deliver highly experienced consultation around the best use of media with our devices.
About Ricoh
Ricoh is empowering digital workplaces using innovative technologies and services enabling individuals to work smarter. For more than 80 years, Ricoh has been driving innovation and is a leading provider of document management solutions, IT services, communication services, commercial and industrial printing, digital cameras, and industrial systems.
Headquartered in Tokyo, Ricoh Group operates in approximately 200 countries and regions. In the financial year ended March 2019, Ricoh Group had worldwide sales of 2,013 billion yen (approx. 18.1 billion USD).
For further information, please visit ricoh.co.uk
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email: ukinfo@ricoh.co.uk
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